Customer Engagement: The Critical Factor in Developing and Retaining Customer Relationships

In August 2022, Engageware partnered with market research firm, Infosurv, to conduct the annual survey of banking professionals in the United States. This research explores the strategic priorities of U.S.- based banks and credit unions, their current initiatives, and their outlook on customer engagement for the coming year. This year the research was also complemented by a survey of U.S. banking consumers’ attitudes, behaviors, and expectations. In this report, we look closely at both of those surveys to explore trends and perceptions of customer engagement among industry professionals and unpack the priorities and strategies banks and credit unions plan to employ for fostering stronger customer engagement in 2023.

When it comes to strategic planning and initiatives to improve customer experience, there is an imbalance in investments made into digital versus employee-assisted channels. Download your copy to learn how three different credit unions utilize knowledge management to help their institution thrive inside and out.

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